[Resolved]  HDFC Securities — Rejection of KYC documents without proper/complete information for the rejection

This is with reference to the KYC requirements pertaining to the updating of KYC details for HDFC Securities UCC account which was intimated by NSE vide letter dated Jan 2022.

Further to the intimation I have submitted the copies of duly attested Pan card and Aadhar card along with the form in HDFC Securities, Thakur Village, Kandivali East branch first time on 21st Feb 2022. The documents have been self attested and checked at the branch. However I received an sms on 2nd March 2022 stating that the KYC could not be processed due to some discrepancy with no proper or complete details.

I was told that there was a discrepancy in the address mentioned on the form and the address proof (aadhar card copy) submitted. While I am pretty sure that the address and the address proof submitted holds the same information, I resubmitted the form along with copies of aadhar card and pan card (this time a coloured xerox copy of the proofs) on 14th March 2022 at the same branch as mentioned above.

Yet again there is a rejection message received yesterday (21st March 2022) mentioning discrepancies in the form /documents submitted. However the exact nature of discrepancy is not known. On calling the number provided in the sms[protected], I was connected to an executive. However he could not help with the exact nature of the discrepancy and has promised me that he will get back with the details in the next 2 working days. When I insisted on speaking to his manager, I was kept on hold for some time but the Manager was not interested in speaking to an irate customer. So the call could not be taken further, compelling me to write this complaint.

My concerns :-
1. If a sms is triggered to the client for any discrepancy, why are the details not provided ? Neither the branch officials nor the call centre executives are able to help with the exact nature of the discrepancy.
2. This is adding to rework not only for the customer but also at HDFC Securities end reprocessing the same application/request multiple times without solving the actual issue at the root level.
3. The TAT of 2 days for getting back to a customer with details of discrepancy for a rejected form/updation of KYC in my case is way too high in today's time.
4. If there are minor details mismatch, the team can always go ahead with the rest of the details if mentioned appropriately. Alternatively they can cross check with the customer on a call and seek for a clarification.